Dealing With Conflict And Difficult People

Course Objectives

This one day programme of conflict management training will provide delegates with an in-depth understanding of human behaviours associated with difficult people and situations of conflict at work.

By using assertive behaviour and conflict management models, delegates will be able to explore ways in which they can successfully manage these situations and people. They will be encouraged to challenge their own personal thinking processes and negative beliefs in order to be more effective in these skills.

This one day course will be highly interactive and will include case studies, group activities and skills practice.

Course Outline

Defining Behaviours and Situations

Difficult behaviour

Conflict situations

3 Behaviour Types

The Phases of an Incident

Past experiences

Triggers which provoke incidents

Behaviour to avoid

Assertiveness: the source

Understanding Beliefs and Thinking Patterns

Breaking the fight or flight spiral

Developing assertive responses: visual, vocal and verbal

Strategies for dealing with conflict

Conflict handling modes

DVD/Video scenarios with review of learning points

Using the ALERT model

Action Plans

To find our more about our conflict management training course which can be delivered in Kent or across the UK, please get in touch. You can call us on 01795 485663 or e-mail us from our contact page.